Employers are often interested in candidates who can demonstrate an understanding of the importance of interacting appropriately with customers, clients and colleagues. Studying this FREE online course will provide an in-depth understanding of the key areas associated with giving effective IAG. Knowledge and skills learnt will include signposting, referrals, record keeping, confidentiality and communication/listening techniques.
Unit 1: Information, advice or guidance in practice
Learn about the various differences between information, advice and guidance and the requirements of different clients and how these are best met. It will also help gain in-depth knowledge of the boundaries and responsibilities present when offering information, advice and guidance, including signposting, referrals and record keeping.
Unit 2: Developing interaction skills for information, advice or guidance
Discover how to interact with clients, executing appropriate and effective questioning techniques, listening skills and non-verbal communication. Gain knowledge of the impact of values, beliefs and attitudes on any interactions that may be encountered, as well as the importance of confidentiality and impartiality.
Unit 3: Signposting and referral in information, advice or guidance
Gain an understanding of the difference between signposting and referrals – when it is appropriate to refer or signpost an individual organisation’s procedures. Employees will also gain knowledge of good practice when signposting and referring, including recording, monitoring and evaluating.
Unit 4: Information, advice or guidance in context
Gain an understanding of information, advice or guidance in the context of their own practice and a specific group of clients. Exploring different ways of assisting clients to explore and make choices. Knowledge on discriminatory practices and behaviours affecting specific client groups, as well as potential barriers and how to overcome them, are explored within this unit.
Unit 5: Skills for advice providers
This unit provides an understanding of the purpose and process of an advice interview, examining the relationship between client and advisor, the advisor’s role, stages of the advice interview and how to ensure client confidentiality. A key part of this section is gaining knowledge of social policy in advice work, negotiating effectively on a client’s behalf and support and action planning.
Approximate Course Duration, 8 -12 weeks (based on an average of 10-15 hours of self study per week)
Please note that whilst our online courses are designed to be accessed at a time and a study pace to suit you and your existing commitments there are pre-set deadlines in place to ensure timely completion.
This qualification can be completed on either a desk top or mobile phone. There are no specific software requirements needed apart from a stable internet connection. On successful completion you will receive an E-certificate.
